Get your clients online
More and more advisers like you are encouraging their clients to activate their Quilter online accounts, just as they would for online banking. This has a number of client benefits including:
- less paper, thanks to our online document library
- an easily viewable up to date valuation at any time
- the ability to conveniently amend details at the click of a button.
Two-step process
We've created a simple, two-step process that's seamlessly built into our new platform technology to get your clients online. All you need to do is obtain your client's approval to go paperless and then tick a box on our new platform to confirm this, and we'll do the rest.
Here's a bit more detail on how it works.
For your clients who haven’t yet activated their online accounts
Step 1:
Have a conversation with your client about the benefits of the online Customer Centre and ask them if they'd like to activate their account and go paperless. Explain that you can set them to paperless today and they will then receive an email from Quilter with simple instructions on how to activate their online account.
Step 2:
Having been given permission by your client, you can then set the customer to 'paperless' for a two-month period. This can be done in the new business journey, in 'Manage client details', or via the ‘Tools’ section (where you can activate an individual client or clients in bulk).
Once set to paperless, the system will then generate an email (as you referenced in your client conversation). A further two automated follow-up emails will be generated to those clients who need a further nudge to activate their account. In total, a client could receive three emails from us in a two-month period, to encourage them to activate their account.
Here's a summary of the three emails.
- Email 1: Activate your account
Timing: Immediately after you set the client to paperless.
Main message: Your adviser has informed us you'd like to activate your online account and go paperless. Click here to start the account activation process. - Email 2: Remember to activate your account
Timing: 14 days before the client’s deadline to activate their account.
Main message: If you don't activate your account soon, we'll need to start sending you paper again. - Email 3: We're going to start sending you paper again
Timing: 15 days after email 2.
Main message: You'll now start to receive paper again. You can activate your account to resume a paperless service.
For your clients who have activated their online accounts but are still receiving paper
Step 1:
Some of your clients may have already activated their online accounts but are still set to receive paper. Once you have had a conversation with these clients about the benefits of going paperless and gained their permission to switch paper off, you can do so by going to the ‘Tools’ section of the new technology platform.
Step 2:
The system will then generate an email to your client confirming that you have changed their preference and that in future they will receive an email from us whenever they have a new document available to view online.